Which three actions are recommended to implement Knowledge for case resolution to assist agents?

The implementation of Knowledge in Salesforce Service Cloud is crucial for enhancing case resolution and supporting agents effectively. One of the actions that stands out for its utility is enabling suggested articles on new cases. This action allows support agents to access relevant articles automatically based on the case details, which can significantly expedite the resolution process. When agents receive immediate suggestions for articles that are pertinent to the issue at hand, it reduces the time spent searching for information and increases the likelihood of resolving the case efficiently while maintaining high service levels.

Furthermore, enabling article submission during case closure fosters continuous improvement and collaboration. Agents can contribute to the knowledge base by submitting articles that capture insights or solutions from resolved cases, ensuring the knowledge base evolves and becomes more comprehensive. Although personalized article creation by agents can have its benefits, it is often more beneficial to focus on suggested articles and the continuous contribution of knowledge for robust case resolution.

Incorporating these practices aligns with building an effective knowledge management system that enriches the agents' workflow and enhances their ability to serve customers effectively.